Senior Supervisor Guest Experience

The purpose of this Guest Experience Supervisor is to manage part-time GE employees within an assigned area of responsibility in order to uphold service standard needs and meet daily business needs.

Hersheypark amusement park spans 121-acres, and welcomes guests to experience Hersheypark Happy all year long! As the largest amusement park in Pennsylvania, Hersheypark is home to more than 70 rides including 15 coasters and 20+ kiddie rides, as well as a zoo, and an entire water park.

Hershey Entertainment & Resorts Company (HE&R) is an award-winning entertainment & hospitality organization with properties including: Hersheypark, The Hotel Hershey, Hershey Lodge, Giant Center, Restaurants, and more. Our team members share a common goal of upholding the legacy of our founder, Milton S. Hershey, while striving to live by our company's Core Values: Devoted to the Legacy, Selfless Spirit of Service, Team Focused, and Respectful of Others. Hershey Entertainment & Resorts is committed to cultivating diversity, equity, and inclusion in our workforce, marketplace, and community, and is proud to help fulfill the dream of our founder by providing value to Milton Hershey School.

As a Full-Time Team Member, you will enjoy sweet perks like FREE admission to Hersheypark, discounts, and more as soon as you receive your Employee ID! Your total compensation consists not only of the wage that you are paid, but also includes Medical, Dental, and Vision coverage beginning the first day of the next month, 401K Contribution, paid time off, and so much more!
 

Job Duties (Duties marked with an asterisk are essential functions of this job):

• Lead and direct teams of Guest Experience workers within an assigned area. Ensure staffing is appropriate for business needs and that all employees are prepared in their work area to serve the guest.*
• Lead a safe and service-focused operation for their assigned area. Monitor employee and guest feedback. Provide coaching and development to team members while providing on-the-spot feedback. Monitor and act on various forms of communication from our guests to ensure timely response and appropriate resolution.*
• Act in an assigned Guest Experience operational position, depending on level of experience or operational need. (i.e Ticketing, Guest Services, Call Center, Cabana, Front Gate Attendant, ZooAmerica Admissions or Sweet Lights Attendant)*
• As needed, facilitate training, complete operational audits, monitor supplies inventory, complete and review departmental checklists and supporting documentation in accordance with departmental policies and procedures, follow and model all cash handling procedures, and support the Employee Experience/HR hiring team.*
• Respond to escalated guest concerns and troubleshoot issues to find an appropriate resolution for the guest. Escalate advanced issues as needed.*
• Communicate with the Guest Experience management team with any staffing or operational issues. Act as a lead to part-time level 1 supervisors. Report trends, issues, or concerns.*
• Assist in seasonal event setup, operations, and season pass sales/issuance efforts.
• Perform other duties as assigned.

Qualifications:

• 18 years of age or older.
• Must have a valid Drivers' License
• Completion of high school or GED
• Minimum of 2 years of related experience.
• Industry Experience - Amusement Park, Hospitality/Tourism
• Minimum of 1 year supervisory experience.

Knowledge, Skills, and Abilities:

• N/A

Job Demands:

• While performing the duties of this job, the employee is required to:
• Climbing Ladders Occasional (<33%)
• Reaching Forward Occasional (<33%)
• Climbing Stairs Occasional (<33%) (20ft maximum height)
• Lifting Occasional (<33%) (20lbs maximum weight)
• Reaching Overhead Occasional (<33%)
• Finger Dexterity Frequent (34-66%)
• Hand/Eye Coordination Frequent (34-66%)
• Stooping Frequent (34-66%)
• Bending Frequent (34-66%)
• Sitting Frequent (34-66%)
• Standing Frequent (34-66%)
• Walking Frequent (34-66%)
• This job requires a good sense of vision (either corrected or uncorrected). Visual ability to operate moving equipment such as a car, truck, golf carts, etc.
• This job requires the visual ability to view work at distances of approximately 5 feet (operation and adjustment of machinery).
• This job requires the visual ability to perform detailed work at close distances (computer screens, accounting ledgers, using measurement devices).
• This job regularly requires verbal communication of detailed information to others either by phone or in person.
• Must be able to speak and read the English language.
• Substantial movements (motions) of the wrists, hands, and/or fingers (Repetitive motion).
• The position is subject to extreme heat. Temperatures above 100° for periods of more than one hour. Consideration should be given to the effect of other environmental conditions, such as wind and humidity.
• The position is subject to extreme cold. Temperatures typically below 32° for periods of more than one hour. Consideration should be given to the effect of other environmental conditions, such as wind and humidity.
• The position is subject to both environmental conditions. Activities occur inside and outside.
• The position is subject to outside environmental conditions. No effective protection from the weather.
• The position is subject to environmental conditions. Protection from weather conditions but not necessarily from temperature changes.
• Work shifts may involve long hours, depending upon operational schedules and demands of job responsibilities. Must be able to work a flexible schedule, including weekends and holidays based on the operational needs.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Hershey Entertainment and Resorts is an Equal Opportunity Employer